IT Support Engineer

Hub Orion; Denver (CO); Hybrid; USD 60,000 - 65,000; Full time

Job summary

Greystone Technology, a New Charter Company, is seeking a Technical Engineer to provide responsive IT support for Managed Services clients. The role is ideally hybrid from the Denver, CO office, with possible travel to local client locations as needed.

Core duties include diagnosing issues, managing tickets, and meeting SLA targets while maintaining superb client service. 1+ year in IT support and Microsoft 365/AD experience are preferred.

Qualifications

• 1+ years in IT help desk or desktop support environment.
• Experience with Microsoft technologies (365, AD) and Windows OS.
• Fundamental networking knowledge (TCP/IP, DNS, VPNs).

Responsibilities

• Diagnose, troubleshoot, and resolve IT issues for Managed Services clients.
• Manage support tickets and document client interactions per SLA.
• Respond to requests with a target 30 minute initial response time.
• Escalate complex issues to senior staff when needed.
• Travel to local client sites daily or weekly as required.
• Collaborate across service lines to deliver seamless support.

Skills

IT support

Microsoft 365

Active Directory

Networking basics

Troubleshooting

Customer service

Autonomy

Tools

Windows OS

Printer troubleshooting

IT ticket system

Job description

We believe talent deserves a human touch. Your application will be read by an actual person who’s excited to discover the real you. Greystone Technology, a New Charter Company, is a people-driven IT organization looking for creative, self-accountable professionals. We’re looking for curious, driven people who want to do meaningful, challenging, and rewarding work. If you’re ready to learn, grow, solve problems, and bring your full self to the table, we’d love to meet you. We don’t just solve technical issues. We focus on understanding the real problem first. That means asking questions, listening, and taking a thoughtful, consultative approach instead of jumping straight to solutions. If you think differently, solve problems creatively, and enjoy working with people, you’ll find success in here.

At Greystone Technology, a New Charter Company, we are seeking a Technical Engineer (in other companies thi is person could hold the title of Jr. Systems Administrator, Tier 2 Support Engineer, Desktop Support Engineer) to provide responsive technical support and resolve day-to-day IT issues for our Managed Services clients. This role is ideally hybrid out of our Denver, CO office; however, candidates located elsewhere in Colorado will also be considered. Regular travel to local client locations may be required based on client needs.

Core Responsibilities

• Diagnose, troubleshoot, and resolve technical issues for Managed Services clients
• Manage support tickets and maintain accurate client documentation in accordance with established service delivery processes
• Respond to client requests within established Service Level Agreement (SLA) expectations, including a target response time of 30 minutes
• Follow up with clients to confirm technical issues have been fully resolved
• Work toward a goal of six hours per day or 30 hours per week of client-attributed work and consistent 75% utilization
• Escalate technical issues to the appropriate consultants when additional expertise is required
• Independently learn and adapt to clients’ evolving systems and technology environments
• Travel to local client locations on a daily or weekly basis depending on client needs
• Collaborate across service lines and departments to provide clients with a seamless support experience
• Build trust and credibility with end users through responsive, empathetic, and effective technical support

Required Skills, Experience, and Attributes

• 1+ years of experience in an IT help desk, desktop support, or similar technical support environment
• Experience troubleshooting and supporting Microsoft technologies e.g. Microsoft 365, Active Directory, and current Windows operating systems
• Fundamental understanding of networking technologies and concepts e.g. TCP/IP, DNS, DHCP, LAN/WAN, VPNs, and internet connectivity
• Ability to diagnose, troubleshoot, and resolve common end-user technical issues e.g. password resets, break/fix issues, and software installation and configuration
• Ability to install, diagnose, troubleshoot, and support peripheral devices e.g. printers, scanners, monitors, and other peripherals
• Strong client-service skills with an empathetic approach to problem solving
• A positive and professional demeanor
• Curiosity about technology and motivation to learn independently
• Ability to work effectively with directed autonomy

Preferred Skills, Experience, and Attributes

• Understanding of standard IT security practices e.g. virus remediation, firewalls, and phishing-related issues
• Familiarity with backup and disaster recovery concepts
• Knowledge of Apple technologies, including Mac OS and iOS troubleshooting
• Experience working for a Managed Service Provider (MSP) or in a comparable multi-client support environment
• Experience using an IT ticket management system
• Strong service orientation and professional confidence
• Receptiveness to feedback and an ability to learn from experience

Some of the things our team members enjoy, include:

• Competitive wages | The salary range is expected to start between $60,000-$65,000. Our offer will be determined by multiple factors including candidate experience and expertise and may vary from the amount listed above.
• Generous benefits for you and your family including Health, Dental, Vision, Life, Disability Insurance, HSA & 401(k) employer contributions
• Maternal and paternal leave
• Very generous paid time off program that is unique to the IT industry
• Sustainable work-life balance and flexibility
• Yearly work anniversary rewards
• Fun company events, including chili cook-offs, annual company photoshoot, monthly happy hours, cup in hand kickball league, and more!

Greystone recruits, employs, trains, compensates, and promotes regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.

Greystone Technology, a New Charter Company, is committed to creating an inclusive environment and is proud to be an equal opportunity employer.

We’re looking for smart, highly skilled, passionate people to help us do something disruptive, difficult, and incredibly rewarding. If you are ready to learn, be inspired, solve problems, grow professionally, and unleash your talent.

Greystone Technology, a New Charter Company, is a people-driven IT organization looking for creative, self-accountable professionals.

We’ve been providing outsourced IT, tech support, and web and app dev services with a people-first approach for companies across Colorado for over 20 years.

Greystone Technology, a New Charter Company, is looking for creative, self-accountable IT professionals to engage in our fast-paced, people-driven service model.

We’ve redesigned the way technology services are provided – from the ground up.

We don’t start with solutions; we start with questions.

Lots of them. Then we listen.

Service providers have a well-earned reputation for sharing the answer before knowing the problem, resulting in businesses getting solutions they don’t need to problems they don’t have.

If you think differently, solve creatively, and love to connect with people, we want you to join our mission of digging deep and proving how meaningful IT services can be.

It’s as common sense as it is revolutionary.

We are proud to be recognized as one of the top workplaces in Denver.

In fact, it’s Greystone Technology team members themselves who say our company is a great place to work.

We’ve created an inviting workspace that fosters a culture of collaboration, inclusion, innovation, and excitement.

Learn more about a culture here: This is what we’re all about.